The elements of service quality which contributes to customer satisfaction in using TM services in Seremban / Norizzati Abdul Hamid

This study mainly focusing on the elements of service Quality provides by TM Seremban which contributes to Customer Satisfaction in using the services. This study requires 60 respondents to answer the questionnaire in order to help the researcher to get the findings. The respondents that answer the questionnaire were based on probability sampling which apply the sample random technique. There were mainly focus on customer that stay in Taman Pinggiran Golf who already the existing TM customer and have the experience in using TM Point services.

Based on finding of respondents researcher found that the elements in service quality such as reliability, responsiveness, assurance, empathy and tangibility play major roles in order to influence the customer satisfaction in using TM services. Besides that, this study also examine that there is a coloration between elements in services quality and customer satisfaction which made customer suit with TM services in Seremban. The data that collected were analyzed using the Statistical Package for Social Science (SPSS) Program. Researchers also have given some recommendation and suggestion to TM Seremban so that they can improve their services quality in order to increase customer satisfaction.